Im struggling with my checkout page. I am from austria and whenever I promote my products in the german speaking zones (Germany, Austria, Switzerland) my checkout is working perfectly fine. But whenever it gets to countries with other languages the checkout doesnt work. The customer fill out all their information (address, email), but they never complete it. There also arent any unpleasant suprises like shipping costs in the checkout. I also have set up the shipping zones right and everything should work. I understand, that this can happen from time to time, but if 20 people give me all their information and 20 end up not buying something is wrong with the checkout. I would really appreciate if someone could help me.
Please make sure that you’ve already activated your international market ( Setting > Market) to sell your product to other countries or regions. If you’ve already activated it, check if it includes the countries you aim to sell the product to.
Thank you for your answer but unfortunately I already set up the international markets. If the markets were not working the customers weren’t able to give me their information in the first place because the countries weren’t available.
To clarify, do you believe there is a technical issue with the checkout for these customers? If yes, I would enable the password page for about 15 minutes and turn your payment gateway into test mode (if it has that option) to run through some tests yourself. You may see a translation or something not quite right that could be stopping customers from finishing the checkout process.
If you believe they are just changing their mind at the last minute, I would encourage you to edit your abandoned cart template email to make it more enticing for customers like this to finish their order. A small discount or promo will usually bring them back to finish their order later.
thank you for your reply. I assume it is a checkout issue, because it does not make any sense to me that so many people are changing their mind after they already gave me their data. On the other hand, I already ordered items from my store and it seems to work. As I said before, this problem only appears to be in countries outside of the german speaking zones. Within the german speaking zone half of the people, that reach the checkout usually finish it. But in the other countries nobody does. I searched but it seems like nobody has this issue so maybe, they really do change their mind but it just doesnt make any sense.
Thank you for the follow up. I am not sure what that error message is referencing in your screenshot. It looks like a google email server issue with a notice that they were unable to deliver the email sent by the customer.
For your checkout, what payment gateway are you using? And are you using an app that redirects customers to a checkout flow outside of Shopify?
The checkout itself on Shopify is the same for all stores and the only differences would be if your store is on a Plus plan with access to the checkout.liquid or through the payment gateway options you are providing.
If you are using Shopify Payments, please test the checkout flow with addresses from different international customers. It’s possible there is an issue with the shipping rates or with the payment options being shown. Have you opened the abandoned cart links from within your admin to test any of that yourself? If not, I highly recommend doing so.
I tested the whole checkout process and Im using shopify payments and no app. Everything seems to work. But as you can see in the picture below it doesnt.
To come back to the email, I have a yahoo email adresse for my store. What emails do other stores use? Could it be that I need a business email address for the order confirmation and because I dont have a business email the order confirmation gets blocked and the whole payment process fails. Thats the only possible explaination I have. But anyway thanks a lot for your time
For the email address, Yahoo and AOL emails have additional verification protocols required and if you are using it with our Shopify email forwarding system, you will have issues with it.
If you want to use the Shopify email forwarding from within your domain hosting on Shopify I would recommend switching to a gmail or outlook email address. You can also setup a 100% free business email account on Zoho.com. You can read more about the restrictions on Yahoo email addresses here: Setting up email forwarding for a Shopify-managed custom domain · Shopify Help Center.
For the checkout, if the checkout flow itself is working and customers are not receiving error messages for shipping, etc, then you will want to look at methods of increasing your conversion rates for different markets. From the sounds of things, this may just be a difference in the customers based on regions.
Our Blog has some amazing articles that cover a range of topics related to conversion rates and how to close those sales. It might be something that requires some A/B testing to see which product options are more enticing to outside customers: Conversion | Ecommerce tips.
